Gap Model

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  • The gap model of service quality is a service quality measurement scale developed by A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. It evaluates service quality as the difference between customer expectation and perceived service performance. The focus point of the gap model is the customer, with service providers aiming to close the gap in order to increase customer satisfaction and loyalty and to retain customers. The model is designed on two main parts: the customer and the service provider.

    According to the service-dominant logic of the marketing point of view, “service” is a process whereby economic exchange is shaped through close interaction with customers and is based on service, rather than just on the exchange of goods. Within this view, both the service provider and the consumer perceive the service as an important part of ...

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